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PlayFrank Casino - Verification process after £29,000 withdrawal taking longer than stated in T's & C's with no explanation

RESOLVED
cebulak United Kingdom Message
Posted on 01 August 2018

Hi, I joined PlayFrank Casino on 30/07/18. I deposited £200 and through some extreme luck, managed to accumulate 29000 GBP. I am not self excluded from any 'sister' site, nor have I taken up any bonuses or rewards.
I requested my first withdrawal of 10k at around 1800 on the 30th, this was quickly accompanied by an email request for KYC docs. I sent the requested docs at apx 1900. It is now 30 hours since I submitted these documents, and PlayFrank have confirmed receipt of them.
PlayFranks T's & C's state that account verification will take place within 24hrs, (5.5 T's&C's) yet this has not happened. I now have 3 pending withdrawals 2x10k and 1x9k.
PlayFrank are unable to tell me why there is a delay to the completion if the verification.
I firmly believe that one of two courses of action are taking place - either the old drawing out of the verification/pending process in the hope that I will reverse my withdrawals.
Or the overwriters EveryMatrix are looking at any possible way not to pay me my winnings.
I appreciate that not much time over the 24hr period has passed, but we are talking 29k here, not small potatoes. Online chat has already confirmed to me that such a delay is rare and as such the alarm bells are ringing.

cebulak United Kingdom Message
Posted on 01 August 2018

Kudos to Playfrank, my account is now verified.
In hindsight, I was hasty to submit the complaint - but due to the amount involved, I felt that I had to get on top of any potential issues quickly.
Customer service, and communication from Playfrank has been superb.
Further more, I can (with much relief) confirm that my first withdrawal is now present in my bank account.
Please consider this complaint resolved.

AskGamblers
Posted on 02 August 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

PlayFrank Casino Complaints

  • 16 of 16 resolved
  • 1 day avg response
  • 4 days avg complaint life
  • 4,168 USD avg amount

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